Customer Discovery: Preparing to Communicate Effectively Using Empathy and AI
Wednesday, November 13, 2024 | 12:00PM–12:45PM ET
Session Type:
Breakout Session
Delivery Format:
Live Session
IT professionals understand the value of software release life cycles and iterative processes, but too often we put off seeking customer input until late in the development process; we rarely venture out and talk with the users of our services before we develop them. Yet customer discovery—engaging customers to learn their needs, preferences, pain points, and behaviors—is key to success because the customer should be at the center of IT work from the beginning. In this presentation, we will share our process for using AI and empathy to engage customers early and often to improve the quality of IT communications and services at our university.
